ComplaintsforiMerchant Direct Inc

• Initial Complaint

  07/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Today is 07/20/2023 which is the day that everything started. I am the owner of MC tire services in *********** ******* and I contracted this company (iMerchant Direct) as my credit card processing provider. I tried to cancel them and they wanted to charge me for early termination. I looked into the website and it states that there isn't any fee for early termination. Well, this man wants to charge me $400 to terminate plus other fees that I cannot even understand. I asked to see the contract and I can clearly see that it was signed but I never signed anything since the same week I flew to *********** on an emergency. So, no papers were signed on my end. They forged my signature on the contract. They're refusing to cancel my contract and are harassing me. I called the sheriff and I'm just waiting for them to call me back. But they acted as if it's not a big deal because they're not taking money out of my account yet. All I want from them is to cancel my contract and to stop harassing me wanting to charge me fees that were never explained to me at the time of hiring them.

  

  Business response

  08/01/2023

  ******** signed up with iMerchant Direct on May 10th, 2023, and began processing on May 16th, 2023. She processed consistently from May 16th to July 17th, at which time she stopped. We called the merchant to ascertain the problem if there was one, at which time she indicated that her husband had switched the merchant account without her knowledge while she was away. Closure fees per the agreements she signed were explained which upset her. In her complaint to you, the BBB, she indicated that she signed and then said she didnt. The processing agreement and terminal placement agreement were signed on the tablet electronically. All fees were disclosed to the merchant at the time of signing, at the verbal verification, when she called into the office to our RSD, and again when she called in and spoke to our ***. The fees that were charged are per the processing agreement that she signed and are non-refundable as she failed to complete the contractual agreement of 36 months.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  *********** ********************************************************************* ************* BBB I *************************** of *********** - CEO have a complaint to file against National Paysafe which ************************************* consultant walked into my Business introducting his company ******** services to me. At this time I told ************************ if the equiptment is not a (100%)free I am not interested. He then stated all equipment would be free of charge and the only charge I would incur would be (3%)for a credit card service charge. I was never informed about any such lease for the equipment giving to me, nor did I receive any copy of contracts or papers with my signature on it. For the last several months I have notice money coming out of my checking account, which I thought that it was the credit card service charge of 3%. I called the merchant services to find out what these charge were for, they then stateded I had a signed contract for 4 years for there equipment in the amount $7152.00. So I requested this contract via e-mail. I received via email a contract and on it had a signature, which ******** shows on this copy of a contract enclosed an initial and last name scribbled on it. It is not my signature inclosed see copy of my driver license. My signature was forged on this contract. I want all monies that were taken out of my account for this equipment and this equipment picked up. Regards *************************** Ceo ***********

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  - Purchased vehicle at ***** Bay Auto House on 4-29-22 at the location. Total price of car including extended warranty was $10,600. I used 2 of my credit cards. One for $8316.00 & the other for $2702.70. These amounts reflect processing fees.- Few days later, owner Les at the Auto House said he did not receive funds in his account but the charges were on my cards. He contacted **** at IMerchant Direct, ******* location to ask what happened. **** assumed it was a network down issue & the money went nowhere and I should receive my funds back after x amount of days. I kept checking and waiting, nothing.- Then I received my cc statements & on both showed the transactions with my funds sent to Rush Truck Ctr in ************, **. I contacted Les immediately, sent him pics of it. He contacted IMerchant Direct & after **** researched it, they admitted they made an error paying the wrong merchant.- I was then advised to dispute the charges with my cc companies of the processing error. Filed on 5-18-22 and still in dispute as I speak with them weekly for status. - I have asked repeatedly from the start for Les to obtain from IMerchant Direct the info on Rush Truck Ctr for my cc companies' dispute departments as they have requested from me. They will not provide. I even contacted the *** of this company in hopes of getting something done of the error they made. Last he told me was that ********** supervisor were working on it but I have gotten no information or proof of what has been done or what communication they have had with ***************** if any. They even said that the funds were dropped off on that end but will not give me any more info that I need to expedite my disputes. - Tried myself to track down someone at truck ctr but no luck. IMerchant has their info.- It has been over 2 months of this error made & they are not helping resolve this, only asking me proof of my pending charges. I provided but this is not helping me.- IMerchant is an unprofessional ***

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started an account with Imerchant on 10/27/2020. The original contract states "in writing" that I have 90 days in which to cancel with no fees or E.T.F's. I tried to cancel my account twice in December of that year with no luck. It was my fault for not keeping a record of the first 2 attempts. I tried again on 1/18/2021. I filled out another closure form. on 5/07/2021 I received a ***** return label in which to return the equipment I Payed for. On 12/10/2021 I filled out another closure form. On 1/03/2022 yet another charge to my account. it is now going on 15months of me trying to cancel this account. for 15months this company has been taking money out of my business account. I have talked to 5 different reps form different depertments trying to close this account. I am getting to know them on a first name basis. All I want is this account to be closed and ALL of my money to be credited back to me. I can include emails, forms, bank statements, even text messages from different individuals at this company that say they will handle this, and yet here we are 15 months into it and Imerchant is still pulling money from my account.

  

  Business response

  02/04/2022

  Mr. ****** account is closed on iMerchant Directs portal. The account was closed, per Mr. ****** request DIRECTLY WITH THE ***** ************** did NOT close his merchant account with his local sales office, he reached out directly to the processor. Since this was done by (and confirmed by) the processor, any fees that were that were charged after closure request and confirmation received by the processor will need to be addressed with that party directly. iMerchant Direct can not refund fees that they did not collect. The processor can be reached by calling ************.

• Initial Complaint

  01/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The month of November, 2021 I was approached by a couple from Merchant Direct in my office. Their names were Tawia and ***********************. They started selling me on switching my Merchant provider from Square to Clover. I explained that Square already offered me what I needed and had features I didn't think I was going to have with any other merchant. I went over every feature to what they reply that they had the solutions for. These were the following features to what they promised they will have them up and running in a matter of two weeks. They said they will transfer my **** clients. Two months later they have transfer 0 of my clients. They said they will save me 1% fee but in reality I only saved 0.2% when I used it. They said they will transfer my e-commerce website to their system, another lie. They said Clover had subscriptions, rewards, marketing and more of what I already had with square and that they would help me set everything up. They tried the first two weeks to help me but nothing was working on their end. they were from technical issues to non-existent solutions. They told me I was going to pay $50 a month fee, but in reality I am paying $109. Lastly, they told me that I could try them and if I didn't like it I could cancel at any time; However, after three days and several tries and transfers and phone calls I was told by **** that I could Cancel but That I was on a lease with a company to what I was not going to be able to cancel without paying off the payment processor on what they put me on. When I talked to **** the first time: December 2021, I told her I tried to reach Tawia and ****** ************* asking them to cancel my account but that they were completely ignoring my calls and texts. When she told me I couldn't cancel she said she was going to send them to help me set up everything they promised. However, two weeks passed and they were still ignoring me. On January 05, 2022 **** said she was going to my office to help, but she never came.

  

  Business response

  01/19/2022

  **************** signed the merchant processing agreement on Oct. 28th 2021 and was installed the leased equipment on Nov. 3rd 2021. he processed his credit card payments through Dec. 17th 2021. This office received a stop processing alert for this merchant account on Dec. 30th 2021 at which time a courtesy call was placed to the merchant. At no time has this merchant called in to express his concerns or needs. ******** and ********************* have made multiple trips to this merchant location in an effort to get the terminal set up to **************** specifications, but have been unable to complete the costumer transfer as **************** has not provided the log in information needed to access his existing Square account. The lease agreement was explained to **************** on the call with ***************** on Dec. 30th 2021. The equipment (Clover Mini) is programmed to Mr. ******* business and leased through FDMS. Equipment leases are not cancellable per the agreement and this is boldly printed on the application. We have offered to help **************** add the Clover Apps to his device that would give hime the desired outcome, the same way he had to do with Square but he has not been receptive to assistance. 
    The merchant processing agreement and lease equipment agreement have specific terms that are not negotiable. We would love to help **************** in setting up his terminal or if he would rather close the account, but the lease is non cancelable. iMerchant Direct is local to Mr. ******* business and will gladly assist him in setting up in person.Tell us why here...

  Customer response

  01/24/2022

  these are all lies. I tried to contact them several times for them to help le set up everything they promissed. When they realized they could not help me  because they could not deliver their promises they stopped coming. **** offered me to come to the shop one day and she never showed up. The lease was never explained to me. It was in fact complete **** hidden to me. They have all my log ins. I dont have any paperwork from the lease company. I do not know what to do, or how to cancel this lease. They just keep charging me for nothing. 

  

  Business response

  01/27/2022

  Merchant was emailed copies of his paperwork on 1/6/22, and again today 1/26/22. Merchant signed for and used the leased processing equipment in Nov. (20 transactions totaling $10,917.02) an Dec. ($861.35). He called the office and spoke to **** who offered to help him achieve PCI validation as well as explained the apps that would be needed for the terminal to provide invoicing, scheduling & reporting, like he was doing with square. Sometimes training and learning new equipment is frustrating especially for busy merchants. We would be willing to go to the merchants location and train him again to make sure he has everything he needs. Unfortunately  the equipment is leased and per the lease agreement between **************** and FDMS, the lease is non-cancellable for the full term indicated. Tell us why here...

  Customer response

  02/01/2022

  I never rejected any training from anybody. I was lied to in that I was told I could cancel if I didn't like the service. After I said I wanted to cancel, the sales people who sold me into getting into this horrible service never replied to me. ****, never showed up on the day she said she was coming to the shop. I tried to solve this matter without lawyers and writing bad reviews but I will have no other option as this company refuses to terminate this service that I am not using and will never use. 

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Set them up as our processor with one of their reps. Was told we where set up with no fees for canceling. We ended up not using them because we didn like the setup. So they canceled our policy for us. We returned the machine to their rep who no longer worked for them apparently so they charged us for the machine. Then charged us a bunch of other fees for canceling and what not. When we talked to them we where told if we set them back up on a different plan they would give us our money back. The rep brought our machine back broke and have not been able to use it. I just want to return the machine get my 725 dollars back for it and be done with the awful company. We have tried for two months now to get ahold of **** and have not heard a word from any of them. They will cheat you and pull money straight from your account they stole 1800 dollars from us. They blamed it all on a rep that no longer works for them.

  

  Business response

  09/28/2021

  Merchant signed up with iMerchant Direct via docusign on 03/18/2021. The credit card processing machine was sent to the business location on 03/19/2021 via FedEx (tracking # ************) and was received and signed for by **** ****** on 03/23/2021 @ 11:11pm. A test transaction for $1.04 was done on 4/01/2021. An additional transaction was run on 04/06/20201 for $20.79. There were several calls exchanged between the merchant and iMerchant Direct. **** and/or ***** spoke to *** in customer service and also **** in sales. The closure fees were disclosed to the merchant during those conversations. Merchant indicated he would like to change his pricing structure from cash discount to traditional (or interchange) and would continue to process as to avoid early termination fees and to receive refund of fees already charged. The account was converted to traditional and a call made to adjust the terminal. The merchant at no time during any call indicated the terminal was broken or not working. On 9/17/2021 we reached out to the merchant to see why they were not processing at which time he indicated that the terminal was broken. We offered a replacement, he declined and stated that he would rather close the account. We again disclosed closure fees would not be refunded. At which time the merchant used profanity and disconnected. Merchant was given a courtesy refund of $545.00 as he was going to process. He did not process and did not return the equipment. Merchant will not receive any additional refunds. The early termination fees for the merchant account as well as equipment is clearly represented on the paperwork signed by the merchant.
  
  

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